01Overview
Job Description:
- Service Managers covers the management of ongoing services to clients, ensuring that the service to the clients meets contractual requirements and service level agreements. Service Managers are also responsible for agreeing on service improvements together with the client, based on service delivery realization and deviation.
Job Description - Grade Specific:
- Senior Service Delivery Manager - Responsible for the quality provision of service, as well as for managing and reporting on it. SDM oversee the execution of day-to-day operations to ensure contractual commitments are met. SDM proactively manage the day-to-day relationship with the client(s)/client representatives to ensure a high level of satisfaction, and ensure that continuous improvements are put in place to help ensure the continuity of our contracts. SDM work closely with others to plan the overall client relationship strategy, concentrating on cost reduction, service improvement and current business.
Skills (competencies):
- Accountability- Active Listening- Adaptability- Analytical Thinking- Business Acumen- Business Partnering- Business Transformation- Change Management- Coaching Confidentiality- Collaboration- Commercial Management- Complex Engagement Management- Contract Management- Crisis Management- Critical Thinking- Cultural Awareness- Customer Centricity- Data-Driven Decision-Making- e-Great- e-KPI- e-MMX- e-Monitoring- Emotional Intelligence- e-skills- Estimating- Executive Presence- Financial Analysis- Financial Control- Financial Reporting- Influencing- Lean Portfolio Management- Managing Difficult Conversations- Microsoft Project- Negotiation- Problem Solving- Project Financial Planning- Project Governance- Project Management- Project Planning- Qwiz- Relationship-Building- Risk Assessment- Risk Management- Scope Management- Scrum- Stakeholder Management- STAR- Storytelling- Strategic Thinking- Teamwork- Time Management- Unified Project Management (UPM)- Unified Service Mana .
